Vice President, Global Customer Support

Ready to be a Titan?

ServiceTitan is looking for a Vice President, Global Customer Support to lead our Technical Support teams. The ideal candidate will have demonstrated impact in improving the customer experience for a global organization while leveraging tech enabled operations (e.g., AI, Chatbots, Tooling, etc.). The candidate will be responsible for managing a team of approximately 250 high impact individual contributors, Directors and Managers across five global locations - Los Angeles, Salt Lake City, Atlanta, Armenia, and Columbia. This position will work closely with cross-functional leaders to improve ServiceTitan’s ability to exceed customer expectations at all levels. We are looking for a “Titan” and hands-on leader who knows how to lead and develop a high performing team. 
 

What you'll do:

• Develop a long-term strategy and execution roadmap to sustainably scale Support for our customers

• Leverage tech enabled operations (e.g., AI, Chatbots, Agent Assist, Tooling) to improve the overall customer experience

• Own end-to-end Support lifecycle in a multi-channel environment (e.g., Chat, Email, Call) with specialized routing for a complex product

• Measure and manage critical operational metrics and OKRs to achieve broader Company goals

• Drive continuous improvement and champion positive change to improve service levels, increase customer satisfaction, reduce resolution times, lower overall operating costs, and increase revenue growth

• Provide vision, leadership, and guidance to direct reports; coach and mentor to ensure an energized, motivating work environment and achieve business outcomes

• Develop differentiated, proactive Support offerings and work closely with sales to help sell the right offerings to our strategic customers

• Lead Workforce Management (WFM) Team to accurately forecast demand, schedule staff, and conduct intraday management.

• Lead world-class team by fostering a continuous learning environment, recruiting and hiring top performers. Manage headcount planning process and partner with Finance and HR to ensure proper resources for the organization

• Serve as an escalation point for Customer Support and critical customer issues; serve as a liaison to other internal departments and stakeholders.

• Be thought leader for Support Systems architecture across Communities, Service Cloud, and Contact Center as a Service (CCaaS) systems

• Drive Product & Customer Success feedback loop for continuous improvement and learning across the business

• Manage budget, drive capacity planning and identify needs and present investments required to improve service levels and customer experience

• Closely collaborate with Client Onboarding, Professional Services, and Customer Success organizations to create evangelism at scale 
   

What you'll bring:

• 10+ years experience leading 150+ person organizations in a high-growth SaaS/Cloud environment across geographies and languages

• Deep understanding of B2C customer support methodologies, having designed and implemented impactful customer support techniques in a high-growth business

• Strong interest in AI technologies such as ChatGPT

• Experience implementing and driving Knowledge, Self-Service, CRM, ERP and Incident management tools for customer support processes

• Experience leading hyper growing teams through a hands-on and collaborative approach to management

• Experience leading Support systems strategy with common systems (e.g., Salesforce, Talkdesk, Tableau)

• Proven expertise in analyzing and reporting support operations metrics

• Strong understanding of value drivers in recurring revenue business models

• Strong empathy for customers AND passion for revenue and growth

• Analytical and process-oriented mindset

• Demonstrated desire for continuous learning and improvement

• An enthusiastic and creative leader with the ability to inspire others

• Consulting experience in a technical project management function a plus

• Customer-facing experience with large enterprise clients is preferred

• Relevant Bachelor’s degree

• MBA or relevant graduate degree is strongly preferred 

Be Human With Us:

Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. C